I just switched over from Accessline to Kall8 for my 800 number. I wanted to save a few bucks and I read all their online materials. It looked like a good move. Since 1-800-WICKED-8 is one I’ve had for forever, I wanted to retain it. I like it. It’s cool. So, it was worth trouble to fill out and fax the forms and wait for the transfer to retain it.
Now I have Kall8 and today, I try to get my first fax. Uh-oh…
After five calls (all of which charged me, of course) I discovered that unlike the previous service, Kall 8 doesn’t differentiate between a fax and a voice call. Result? I get fax calls forwarded to my main line, which then forwards to my cell.
I try to log on, using my welcome email. It says to save it, since it has the login information I’ll need. Only problem is… it doesn’t have it. It’s not on there anywhere!
So, I call support.
I’m cut off after ten minutes of hold time… TWICE. (Now, I’m agitated.)
They do call back fairly quickly, however, and tell me that the only way to make that work is to set the account to zero settings… meaning I get no voice calls either. She tells me if I need both, I should get a second 800 number. (Kinda negates the whole “all-in-one” concept, doesn’t it?) *sigh*
I had looked through the website and saw nothing indicating this little issue. So, I asked where that information was listed online, or in any correspondence I’d received. She confirmed that it wasn’t on the website. (Isn’t that nice?) I sent her the email I’d received. She couldn’t find my login info on there either, so she gave it to me.
I request to be transferred to a supervisor and (of course) had to leave a message.
Assistant Manager, Craig Becker, calls me back late that afternoon. I explain my concerns and tell him how inconvenient it is to have to log into the website, move my rings to zero seconds, wait for a fax, then log back in and bump it back up so I can get voice calls.
He says I can try setting it to 10 seconds and just don’t pick up the phone when I’m expecting a fax. I told him that I would not have switched to this service if I’d had this, very important, information beforehand. He said there was no way for them to know what every user might need and to cover that in the marketing materials.
I feel that this is rather important since his competition offers this automatically. He also said that he had no idea what his competitors were offering. I said, “You don’t keep up with what features your competition offers?” (this seems incredible to me, but what do I know?) He said no.
And it’s not exactly false advertising, since you can have voice and fax on the same number, just as long as you don’t expect it to be handled like other services handle it. Theirs is a manual system. I miss not having to even think about the difference, much less juggle the two call types and determine if I need to answer the phone or check the caller ID to determine if it’s a client or a fax.
The settings are now changed to 10 seconds on my account. This might work, might not, since it’s forwarded to my main number. We shall see. I’ll give it a little while to see if it’s worth the hassle to switch back. I never had a problem with Accessline, BTW. Great customer support too… but a stiffer cost per month.
So, if you are planning to move to another service (not just Kall8) and expect that you will be able to use it for both your fax and voice (which you may be accustomed to doing), be sure to ask that question specifically.
If you don’t, you may be enjoying the same view I’m gazing over at the moment. *grimace*
It’s not so pretty from here.
(Note: Cool phonebooth photo courtesy of Grafixar on MorgueFile.com)